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Customer FAQ

  • 81 Topics
  • 129 Replies
81 Topics
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Lisa B13New Participant
asked in Customer FAQ
Can I open the “help” section of the messenger via JS API?

Can I open the “help” section of the messenger via JS API?

2691
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1 year ago
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Lisa B13New Participant
asked in Customer FAQ
Can I add an Opt In form in the Messenger?

Can I add an Opt In form in the Messenger?

1741
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1 year ago
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Lisa B13New Participant
asked in Customer FAQ
How can I find the IP address of my user?

How can I find the IP address of my user?

9341
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1 year ago
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Lisa B13New Participant
asked in Customer FAQ
Can I customize the SMS automated message?

Can I customize the SMS automated message?

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1 year ago
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User1417New Participant
asked in Customer FAQ
Seeking Advice on Implementing a Comprehensive Customer Support Strategy

Hi everyone,I'm a customer support manager at a mid-sized SaaS company, and I'm looking for some advice on how to implement a comprehensive customer support strategy. Our current approach has been somewhat ad hoc, with different teams and individuals handling support requests in different ways. This has led to inconsistencies in our customer experience and has made it difficult to track and analyze customer interactions.I'd like to develop a more cohesive and scalable support strategy that encompasses all aspects of the customer journey, from initial onboarding to ongoing maintenance and troubleshooting. Ideally, this would include a mix of self-service options, like knowledge base articles and tutorials, as well as more personalized support channels, like email and chat.Some specific questions I have include:What are some best practices for building out a comprehensive knowledge base that covers all of our product features and use cases?How can we streamline our email and

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Diana Tripac
1 year ago
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Craig W13New Participant
asked in Customer FAQ
Any reco's on best way to create hierarchy structure for FAQ's. For example let's say you have a few dozen B2B clients, 50% FAQs can be viewed by all. 40% of FAQs can be seen by some clients, 10% FAQs are unique to single B2B client.

Main goal is for a single point of data for all FAQs. Secondary goal is to be able to quickly review, update, run through compliance, and create an internal WIKI for new hires. I'm working with a clean slate so I can start my data structure from scratch. Thanks for any input

2503
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1 year ago
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Lisa B13New Participant
asked in Customer FAQ
My CSAT ratings are not sending! Help!!!

My CSAT ratings are not sending! Help!!!

3351
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1 year ago
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Lisa B13New Participant
asked in Customer FAQ
Why can't I see my last 3 conversations in the Messenger anymore?

Why can't I see my last 3 conversations in the Messenger anymore?

1251
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1 year ago
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Lisa B13New Participant
asked in Customer FAQ
How can I sign up for the new AI Beta?

How can I sign up for the new AI Beta?

831
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1 year ago
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Lisa B13New Participant
asked in Customer FAQ
Is there a new process for receiving 2FA recovery codes?

Is there a new process for receiving 2FA recovery codes?

1921
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1 year ago
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Ellie UNew Participant
asked in Customer FAQ
Is there a way to customize the format of email replies through Intercom?

I don't like the way emails are formatted when we respond back to our customers. My email signature is messed up, and the formatting is all wrong. Can we customize this?

15281
Racheal
1 year ago
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Lisa B13New Participant
asked in Customer FAQ
What's the difference between Overlaid and Embedded in my Tooltips?

What's the difference between Overlaid and Embedded in my Tooltips?

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1 year ago
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Lisa B13New Participant
asked in Customer FAQ
Will I get an email notification when my Ticket state changes?

Will I get an email notification when my Ticket state changes?

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1 year ago
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Shauna O12New Participant
asked in Customer FAQ
How do customers (end users) create a ticket?

I want my customers to be able to create a ticket without opening a conversation.

1331
Shauna
1 year ago
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Brandon S12New Participant
asked in Customer FAQ
Can you trigger a custom bot via URL rather than by clicking an element? We want to link to it directly from the product to trigger the custom bot.

Can you trigger a custom bot via URL rather than by clicking an element? We want to link to it directly from the product to trigger the custom bot.

1441
Daniel M15
1 year ago
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Alexander S12New Participant
asked in Customer FAQ
Page views are not being registered properly for some users

On intercom there is a category of users called "slipping away" which includes users that haven't been online for 1-2 months. We noticed that some of the users in there definitely have been online during the past month & verified that this is indeed the case by asking them.Then, after further testing, we noticed that for some of our staff (myself included) our own page views were not being registered properly. Some of the page views were being registered here and there but most weren't. In the following I'll add the code for the integration of intercom with our react app & we would appreciate it if you had a look at it. If this is not the correct place to ask for tech support, please let me know. This is the code for the integration itself: import Analytics from "analytics"; import amplitudePlugin from "@analytics/amplitude"; import intercomPlugin from "@analytics/intercom"; import segmentPlugin from "@analytics/segment&q

973
Milan
Top Expert
1 year ago
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Lisa B13New Participant
asked in Customer FAQ
Help! I am applying the following "Last Seen exactly 2 ago" and then "Last seen more than 1 day ago and Last Seen less than 3 days ago" why is it returning a different number of users since both filter groups are targeting users last seen 2 days ago

Help! I am applying the following "Last Seen exactly 2 ago" and then "Last seen more than 1 day ago and Last Seen less than 3 days ago" why is it returning a different number of users since both filter groups are targeting users last seen 2 days ago?

1161
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2 years ago
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Lisa B13New Participant
asked in Customer FAQ
Why is my Tooltip only pointing to the first element on the page that it matches?

Why is my Tooltip only pointing to the first element on the page that it matches?

761
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2 years ago
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Lisa B13New Participant
asked in Customer FAQ
How long does a SAML/SSO session in Intercom last?

How long does a SAML/SSO session in Intercom last?

321
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2 years ago
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Lisa B13New Participant
asked in Customer FAQ
Can I enable automatic UTM parameters in my outbound emails?

Can I enable automatic UTM parameters in my outbound emails?

401
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2 years ago
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Paul M11Employee
asked in Customer FAQ
How do I manage macros from the new inbox?

Where can I add/ edit macros in the New Inbox layout?

991
P
2 years ago
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Lisa B13New Participant
asked in Customer FAQ
Are Team-level office hours used in calculating responsiveness metrics?

Are Team-level office hours used in calculating responsiveness metrics?

261
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2 years ago
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Lisa B13New Participant
asked in Customer FAQ
Why is my Product tour not using any company attributes that are been inserted? It's just using the fallback values!

Why is my Product tour not using any company attributes that are been inserted? It's just using the fallback values!

341
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2 years ago
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Lisa B13New Participant
asked in Customer FAQ
Why are my fixed messages stopping after 30 days?

Why are my fixed messages stopping after 30 days?

201
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2 years ago
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Lisa B13New Participant
asked in Customer FAQ
How can I disable the merging on unverified Leads into Users?

How can I disable the merging on unverified Leads into Users?

211
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2 years ago
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